IT Operations Manager - Relationship Management, IT Services

IT Operations Manager - Relationship Management, IT Services

Our leading IP client is looking to recruit an IT Operations Manager on a permanent basis to be responsible for ensuring that the firms users receive excellent IT services and application availability. As the firms IT Operations Manager you will also oversee the management and performance of outsourced IT infrastructure and service desk functions.

This IT Operations Manager opportunity is involved in ensuring that the firm's IT services meet business needs, are available and secure. The role will provide support on key technology and applications and work with the IT outsource providers to ensure high levels of customer service.

Key Responsibilities for this IT Operations Manager - Relationship Management, IT Services are:

Vendor Management:

• Oversee and manage relationships with outsourced IT service providers, ensuring service levels are met

IT Infrastructure Management:

• Ensure the outsourced IT infrastructure meets the firm's performance and security requirements;
• Oversee the integration of cloud services, particularly Microsoft Azure, into the existing IT infrastructure;
• Oversee the maintenance and administration of network, servers and systems to ensure optimal performance and security

Service Desk Oversight:

• Oversee the IT helpdesk and support services, ensuring timely and effective resolution of user issues.
• Supervise the performance of the on-site outsourced IT engineers and provide them with support to ensure the timely and effective resolution of user issues;

Service Delivery Management:

• Oversee the delivery of IT services, ensuring they meet the firm's needs and quality standards;
• Manage and optimise the firm's Microsoft Azure and Exchange Online services

Operations:

• Develop and implement IT policies, procedures, and best practices to ensure efficient and secure operations;
• Manage and optimise IT operational processes, including incident management, security incident management, change management and problem resolution

Security and Compliance:

• Ensure the firm's IT operations adhere to regulatory and compliance requirements, including data protection and cybersecurity standards;
• Work with vendors to implement and manage security measures that protect the firm's data and IT infrastructure from threats

Project Management:

• Lead IT projects, including those involving Microsoft Azure and Exchange Online;
• Work with vendors and internal teams to ensure projects meet the firm's needs and are delivered on time and within budget;
• Track project progress, manage project risks, and ensure timely delivery of project milestones;

Person Specification:

• Qualified to degree level or equivalent (preferably in a technology or business-related subject);

• Minimum of 4-6 years of experience in IT operations, preferably with at least 1 year in a managerial or supervisory role;

• Strong understanding of cybersecurity principles and best practices, having worked in an information security accredited environment;

• Experience of working in an ITIL environment particularly with change and operations management, preferably with ITIL qualifications;

• Strong experience with Microsoft Azure, Exchange Online and Microsoft 365 is required;

• Strong experience with Microsoft on premise products including Active Directory, Exchange and SQL Server;

• Strong technical background with experience in managing outsourced IT services and vendor relationships;

• Excellent problem-solving and decision-making abilities;

• Experience with IT project management and the ability to organise and manage multiple priorities in a demanding environment;

• Proven ability to work to deadlines and under pressure;

• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels and the ability to explain complex technical concepts to non-technical people in plain English;

• Ability to work independently and to communicate clearly within a team environment;

• Demonstrable delivery and commitment to high quality deliverables and user experience, along with the desire to continually seek further improvement;

• Experience in project work, including the implementation of new applications/services, new IT systems and process change across a firm;

• An understanding of legal services information technology systems is preferred:

• Document management systems (ideally iManage)

• Practice Management Systems (ideally Aderant Expert)

• Ability to understand issues and solutions in the context of an IP firm and to see consequential impact across the firm and on clients;

• Ability to work with confidentiality and discretion.